{"id":539817,"date":"2024-09-29T23:04:48","date_gmt":"2024-09-30T06:04:48","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=539817"},"modified":"2024-10-30T18:40:36","modified_gmt":"2024-10-31T01:40:36","slug":"power-of-ai-driven-social-cx","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/power-of-ai-driven-social-cx","title":{"rendered":"The Power of AI-Driven Social CX: \u200bA Future-Proof Guide for Marketing and CX Teams"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"text-orange\">On-demand Webinar<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>The Power of AI-Driven Social CX<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4><strong>\u200bA Future-Proof Guide for Marketing and CX Teams<\/strong><\/h4>\n<h5 class=\"text-navy\">October 30, 2024 @ 2 pm SGT \/ 11:30 am IST<noscript><br \/>\n<img decoding=\"async\" height=\"1\" width=\"1\" style=\"display:none;\" alt=\"\" src=\"https:\/\/px.ads.linkedin.com\/collect\/?pid=7902&#038;fmt=gif\" \/><br \/>\n<\/noscript><\/h5>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]As digital channels become the frontline of customer service, many organisations are grappling with the challenge of building meaningful relationships with their customers and connecting data from various engagement channels. The latest report, &#8220;Generational Dynamics and Experience&#8221; by Genesys, reveals that<strong> over 55% of Gen Z and 54% of Millennial consumers prefer using social media for customer support<\/strong>. The absence of social listening and digital engagement, along with disconnected customer engagement channels and siloed data between teams, is a major hurdle preventing organisations from fully orchestrating personalized customer experiences (CX).<\/p>\n<p>Join this live webinar to explore how aligning social media efforts with CX functions can provide you with a single, 360-degree customer view and unique, relevant experiences across digital channels and communications.<br \/>\n<noscript><br \/>\n<img decoding=\"async\" height=\"1\" width=\"1\" style=\"display:none;\" alt=\"\" src=\"https:\/\/px.ads.linkedin.com\/collect\/?pid=7902&#038;fmt=gif\" \/><br \/>\n<\/noscript><br \/>\n<strong><span class=\"TextRun SCXW225404516 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW225404516 BCX8 text-orange\">Don\u2019t miss out \u2014 watch to explore:<\/span><\/span><\/strong><span class=\"EOP SCXW225404516 BCX8 text-orange\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Importance of social listening and digital engagement in customer experience in the AI era<\/li>\n<li>Genesys Cloud Social Demo<\/li>\n<li>A comprehensive understanding of experience orchestration<\/li>\n<li>Benefits for organisations from engaging their customers across all digital channels &#8211; chat, email, SMS text, messaging apps and social media &#8211; to achieve seamless CX<\/li>\n<li><span class=\"EOP SCXP56823502 BCX0\">Genesys Cloud demo\u200b for marketing and cx teams<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><script type=\"text\/javascript\">\n_linkedin_partner_id = \"7902\";\nwindow._linkedin_data_partner_ids = window._linkedin_data_partner_ids || [];\nwindow._linkedin_data_partner_ids.push(_linkedin_partner_id);\n<\/script><script type=\"text\/javascript\">\n(function(l) {\nif (!l){window.lintrk = function(a,b){window.lintrk.q.push([a,b])};\nwindow.lintrk.q=[]}\nvar s = document.getElementsByTagName(\"script\")[0];\nvar b = document.createElement(\"script\");\nb.type = \"text\/javascript\";b.async = true;\nb.src = \"https:\/\/snap.licdn.com\/li.lms-analytics\/insight.min.js\";\ns.parentNode.insertBefore(b, s);})(window.lintrk);\n<\/script><br \/>\n<noscript><br \/>\n<img decoding=\"async\" height=\"1\" width=\"1\" style=\"display:none;\" alt=\"\" src=\"https:\/\/px.ads.linkedin.com\/collect\/?pid=7902&#038;fmt=gif\" \/><br \/>\n<\/noscript>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<hr \/>\n<p><b><span class=\"text-blue\" data-contrast=\"auto\">Who should attend:<\/span><\/b><span class=\"text-blue\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This webinar is ideal for marketing and social media teams, CX &amp; CS teams, contact centre leaders, digital &amp; ecommerce teams, business executives and anyone interested in unlocking the potential of social listening and digital engagement tools to enhance their customer experience capabilities.<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" onsubmit=\"return 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id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\" style=\"text-align: center;\">Meet the speakers<\/h2>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;540364&#8243; css=&#8221;&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong class=\"text-orange\">Prerna Pant<\/strong><br \/>\nDirector,<br \/>\nGlobal Innovation- Social\u200b<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;539851&#8243; css=&#8221;&#8221; img_size=&#8221;full&#8221;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong class=\"text-orange\">Partitan Rungkrae<\/strong><br \/>\nPrincipal Solution Consultant<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text css=&#8221;&#8221;] On-demand Webinar [\/vc_column_text][vc_column_text css=&#8221;&#8221;] The Power of AI-Driven Social CX [\/vc_column_text][vc_column_text css=&#8221;&#8221;] \u200bA Future-Proof Guide for Marketing and CX Teams October 30, 2024 @ 2 pm SGT \/ 11:30 am IST [\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]As digital channels become the frontline of customer service, many organisations are grappling with the challenge of building meaningful relationships [&hellip;]<\/p>\n","protected":false},"author":952,"featured_media":540366,"template":"","tax_priority":[],"tax_contenttheme":[14904],"tax_bundle":[15268],"tax_contenttheme2":[16139],"tax_capability_sitewide":[16256,16377],"tax_products_programs":[17548],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-539817","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-demo","tax_contenttheme-level-up-your-technology-en-sg","tax_bundle-genesys-ai-en-sg","tax_contenttheme2-improve-customer-experience-en-sg","tax_capability_sitewide-digital-en-sg","tax_capability_sitewide-unified-communications-en-sg","tax_products_programs-genesys-cloud-cx-en-sg","tax_content_type-demo-en-sg","tax_content_type-video-en-sg"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":509768,"post_author":"853","post_date":"2024-03-17 19:45:07","post_date_gmt":"2024-03-18 02:45:07","post_content":"","post_title":"How to build your business case for AI","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"how-to-build-your-business-case-for-ai","to_ping":"","pinged":"","post_modified":"2025-12-22 17:58:06","post_modified_gmt":"2025-12-23 01:58:06","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/how-to-build-your-business-case-for-ai","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":538725,"post_author":"1062","post_date":"2024-09-18 20:24:20","post_date_gmt":"2024-09-19 03:24:20","post_content":"[vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" el_id=\"form\" css=\".vc_custom_1762461657578{background-image: url(https:\/\/www.genesys.com\/media\/section_background-ai-2-hidef.png?id=602259) !important;}\"][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" el_class=\"form-card\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h1>\u201cCustomer experience in the age of AI\u201d<\/h1>\r\nIn CX, AI is a long game: Go beyond the hype and turn AI into <br class=\"d-none d-xl-block\">a competitive advantage[\/vc_column_text][\/vc_column][vc_column width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][mktoform cta_button=\"Get the report\" ar_status=\"Asset\" remove_bg=\"yes\" cid_id=\"7014X000003AfFaQAK\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>We surveyed 1,000 CX leaders and found that:<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/4\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h1\">83%<\/p>\r\nbelieve AI will be a clear differentiator for them in the future[\/vc_column_text][\/vc_column][vc_column width=\"1\/4\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h1\">59%<\/p>\r\nexpect that adopting AI in customer experience will lead to increased customer loyalty and lifetime value[\/vc_column_text][\/vc_column][vc_column width=\"1\/4\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h1\">70%<\/p>\r\nreport that AI is helping their journeys feel more empathetic to the customer[\/vc_column_text][\/vc_column][vc_column width=\"1\/4\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h1\">69%<\/p>\r\nsay their organisation has a plan for Ethical AI deployments[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\"middle\"][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>The new frontier of customer experience<\/h2>\r\nArtificial intelligence spots behaviours, groups them into segments and surfaces history so you can act at the right moment to raise satisfaction and retention.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/4\"][vc_single_image image=\"602262\" css=\"\" rounded_corners=\"rounded-lg\" el_class=\"mb-1\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">AI is transforming customer experience<\/h3>\r\nArtificial intelligence (AI) is redefining how consumers and business leaders view customer experience (CX) \u2014 and it\u2019s rapidly becoming indispensable.[\/vc_column_text][\/vc_column][vc_column width=\"1\/4\"][vc_single_image image=\"602263\" css=\"\" rounded_corners=\"rounded-lg\" el_class=\"mb-1\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">AI as the ultimate CX differentiator<\/h3>\r\nMore than 80% of CX executives believe AI will be a clear differentiator for their organisation in the future and 59% say adopting AI in customer experience will lead to increased customer loyalty and lifetime value. [\/vc_column_text][\/vc_column][vc_column width=\"1\/4\"][vc_single_image image=\"602264\" css=\"\" rounded_corners=\"rounded-lg\" el_class=\"mb-1\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">The high cost of ignoring AI<\/h3>\r\nThe stark reality is that businesses that fail to weave AI strategies into the fabric of their experience operations risk falling behind competitors, losing customers and demotivating employees.[\/vc_column_text][\/vc_column][vc_column width=\"1\/4\"][vc_single_image image=\"602265\" css=\"\" rounded_corners=\"rounded-lg\" el_class=\"mb-1\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Making AI work for customers, employees and business<\/h3>\r\nExplore how to effectively leverage AI in customer experience to benefit your organisation, your employees and your customers.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2>Highlights:<\/h2>\r\n[\/vc_column_text][vc_row_inner][vc_column_inner width=\"5\/12\"][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h4\">AI becomes essential to modern customer experience strategies<\/h3>\r\nAI is quickly becoming an indispensable part of a successful CX strategy, underscoring the critical relationship between AI and customer experience.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h4\">AI drives personalisation and transforms customer journeys<\/h3>\r\nAI is making significant inroads in personalisation and Customer journey analysis, already greatly enhancing the overall AI customer experience.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h4\">Most firms underuse AI beyond chatbots in CX and EX<\/h3>\r\nAI-powered Chatbots are widely used, but few organisations are leveraging AI\u2019s full potential across the customer and employee experience.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h4\">AI revolutionises employee experience and service delivery<\/h3>\r\nAI is reshaping the employee experience and transforming how service is delivered.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h4\">CX leaders tackle AI challenges with smart strategies<\/h3>\r\nAI deployments face challenges around data strategy, regulatory uncertainty and employee concerns, but many CX leaders have strategies in place to overcome these.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_single_image image=\"603270\" alignment=\"center\" css=\"\" rounded_corners=\"rounded-lg\"][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\" css=\".vc_custom_1762978922942{background-image: url(https:\/\/www.genesys.com\/media\/agentic-AI_capability_background-2025.jpg?id=578125) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row][vc_column][component_cta_block content_alignment=\"text-right\" cta_ratio=\"4\" background_color=\"bgc-lgray\" media=\"604655\"]\r\n<p class=\"text-32 text-graphite\">\u201cCutting down complexity in every possible way will be the biggest boon for AI in the customer experience.\u201d<\/p>\r\n<p class=\"text-16\">Christine \u201cCK\u201d Kerley, a global speaker and consultant on AI and technology<\/p>\r\n[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>CX leaders are using or piloting AI to:<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-right\" button_color=\"btn-secondary\" primary_cta=\"url:%23form|title:Get%20the%20report|\"][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h1\">76%<\/p>\r\npersonalise customer experience[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h1\">72%<\/p>\r\nunderstand pain points in the customer journey[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h1\">65%<\/p>\r\nstreamline the customer journey across channels[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row content_placement=\"middle\"][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>How CX and AI are reshaping the role of Agents<\/h2>\r\nAs AI takes on mundane tasks, Agents can now focus on higher-value conversations like de-escalation, complex problem-solving and proactive care.\r\n\r\nSolutions like <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-studio\">Genesys Cloud\u2122 AI Studio<\/a> empower teams to design, deploy and refine AI-powered experiences with ease, enabling Agents to collaborate more effectively with automation.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\" el_class=\"p-2 bgc-lgray rounded-lg\"]\r\n<p class=\"text-32\">\u201cAI will allow employees to focus on higher-level strategic things.\u201d<\/p>\r\n<strong>Ray Wang<\/strong>\r\nPrincipal Analyst and Founder at Constellation Research.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%7D%5D\" el_class=\"d-none d-md-block\"][vc_row][vc_column width=\"5\/6\" offset=\"vc_col-lg-offset-3 vc_col-lg-6 vc_col-md-offset-2 vc_col-md-8 vc_col-sm-offset-1\"][vc_column_text css=\"\"]\r\n<h2 style=\"text-align: center;\">Comparison of skill importance: Now vs. in five 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raw_css=\"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\"][\/vc_column][\/vc_row][\/vc_section]","post_title":"\u201cCustomer experience in the age of AI\u201d","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"customer-experience-in-the-age-of-ai","to_ping":"","pinged":"","post_modified":"2026-03-05 00:12:49","post_modified_gmt":"2026-03-05 08:12:49","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=538725","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":472304,"post_author":"1010","post_date":"2023-04-02 21:13:06","post_date_gmt":"2023-04-03 04:13:06","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column][vc_column_text]The use of digital channels, particularly social media, continues to surge. Social media is a potent and highly visible way to conveniently engage with customers and prospects. According to <a href=\"https:\/\/sproutsocial.com\/\" target=\"_blank\" rel=\"noopener\">Sprout Social<\/a>, 91% of consumers believe social can connect people, and 78% want brands to use social media to bring them together.\r\n\r\nDelivering top-notch customer service on social media can boost your brand image. And that can lead to higher revenue and overall growth for your business. In fact, 40% of consumers find the \u201cperfect product\u201d through an organic social post from a brand, <a href=\"https:\/\/sproutsocial.com\/insights\/social-media-statistics\/#consumer-behavior-statistics\" target=\"_blank\" rel=\"noopener\">reports Sprout Social<\/a>. Thirty-four percent research on social media and another 34% find a product after seeing a friend\u2019s post.\r\n\r\nAnd consumers aren\u2019t just turning to social media for recommendations and reviews before making a purchase. In the Accenture report \u201c<a href=\"https:\/\/www.accenture.com\/us-en\/insights\/software-platforms\/why-shopping-set-social-revolution\" target=\"_blank\" rel=\"noopener\">The future of shopping and social commerce<\/a>,\u201d 59% of social buyers say they\u2019re more likely to purchase from a small business when shopping through social commerce versus standard online shopping via a company\u2019s website. And 44% are more likely to buy a brand they haven\u2019t encountered before.\r\n\r\nTo stay competitive, it\u2019s important to thoughtfully incorporate social media tactics into your customer experience (CX) strategy. And that means more than just a cleverly placed hashtag. Follow these five basic rules for integrating social media in the contact centre to improve CX and build brand loyalty.\r\n\r\n<strong>Rule 1. Get with the Network<\/strong>\r\n\r\nCustomers today want to <a href=\"https:\/\/www.genesys.com\/podcast\/series\/tech-talks-in-twenty\/meet-your-customers-on-their-preferred-channels\" target=\"_blank\" rel=\"noopener\">engage with you on their preferred channels<\/a>, including their favourite social media platforms \u2014 whether that\u2019s Facebook, Instagram, Twitter, YouTube or Snapchat. So, it\u2019s imperative to monitor, capture and leverage social media as a support touchpoint.\r\n\r\nAnd certain demographics prefer certain channels. While Generation Z and millennial consumers might prefer to use Snapchat or YouTube to learn about your brand, Gen Xers and baby boomers might turn to Facebook and Instagram. Knowing where your customers are \u2014 and responding to customers on those platforms \u2014 shows you know them, understand their needs and wants, and take them seriously.\r\n\r\nThis humanises your company, makes you feel approachable and trustworthy \u2013 and personalises the experience. In fact, according to the \u201c<a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/state-of-customer-experience-in-retail\" target=\"_blank\" rel=\"noopener\">The State of Customer Experience<\/a>\u201d report, more than 80% of consumers say they\u2019d purchase additional items from companies that consistently personalise the customer service experience. And 56% of consumers would pay a higher price.\r\n\r\n<strong>Rule 2. Consistently Monitor Your Social Media Sites<\/strong>\r\n\r\nNearly two-thirds of consumers surveyed for \u201c<a href=\"https:\/\/www.genesys.com\/en-sg\/report\/the-connected-customer-experience?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">The connected customer experience<\/a>\u201d report say a company is only as good as its customer service. So, it\u2019s vital to respond efficiently and effectively to customer concerns.\r\n\r\nTo do this, you need to keep a watchful eye on your company\u2019s social media activity. Closely monitor how people are talking about your brand on social channels. And take note of both the positive and negative feedback.\r\n\r\nWith an <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/social-media-customer-service\" target=\"_blank\" rel=\"noopener\">all-in-one CX platform that integrates social media channels<\/a> into a contact centre agent\u2019s desktop, employees have that single view into customer interactions on social channels. And using software that prioritises interactions with sentiment analysis means urgent issues are escalated so agents can act and quickly resolve them.\r\n\r\n<strong>Rule 3. Respond ASAP<\/strong>\r\n\r\nCustomers value quick responses and often turn to social media to address an issue, whether that means expressing their satisfaction or raising a concern. <a href=\"https:\/\/www.mckinsey.com\/capabilities\/operations\/our-insights\/social-media-as-a-service-differentiator-how-to-win\" target=\"_blank\" rel=\"noopener\">McKinsey &amp; Company<\/a>\u00a0reports that 79% of consumers who engage with brands on social channels expect a response in the first 24 hours. However, only about of companies meet those expectations.\r\n\r\nAnd hesitating can cost you. One <a href=\"https:\/\/sproutsocial.com\/insights\/index\/\" target=\"_blank\" rel=\"noopener\">Sprout Social report<\/a> shows that 36% of consumers will share the negative experience with their friends and family. Thirty-one percent won\u2019t complete their purchase if a comment is left unanswered; 30% say they\u2019ll buy from a competitor instead.\r\n\r\nWhile creating canned responses for initial customer messages ensures you address comments quickly, it doesn\u2019t feel personal. Make it a rule to respond with personalised comments for certain high-touch issues, such as an unhappy customer or very specific question.\r\n\r\nResponsive tools integrated into your customer experience platform, such as skills-based routing that matches visitors with the best resource, ensure each interaction quickly goes to the right agent and can be personalised to match the customer or prospect.\r\n\r\nSocial media moves fast; providing prompt and effective customer service creates a positive experience that strengthens relationships.\r\n\r\n<strong>Rule 4. Get in Their DMs<\/strong>\r\n\r\nNot every customer concern can be addressed through social media comments. When possible, escalate complex or sensitive interactions either into direct messaging channels on social media, such as Instragram direct messages (DMs), or off a social media channel completely for a personalised interaction.\r\n\r\nDoing so keeps the conversation going and keeps you engaged with the customer or prospect while minimising frustration and quickly resolving any issues. Always encourage customers or prospects to contact you directly \u2014 and provide an easy way for them to do so, whether that includes direct messages on the social channel, email or phone.\r\n\r\n<strong>Rule 5. Establish Your Social Media Brand Voice and Guidelines<\/strong>\r\n\r\nEstablishing and maintaining a social media brand voice helps you build a unique and consistent identity that differentiates your company from competitors. Having an engaging brand voice sets expectations for customer engagement. And that consistency can be a first step toward customer loyalty and brand ambassadorship.\r\n\r\nAdditionally, a clear and consistent brand voice helps you more easily and effectively manage your online reputation and respond to potential crises. It\u2019s important to set guidelines about how and when customer service agents should respond to different types of social media interactions. Be sure agents are consistent and professional to mitigate risks, such as negative publicity or a damaged reputation.\r\n\r\nGuidelines also provide a framework for decision-making, enabling quick and effective responses to both positive and negative feedback. Having a knowledge base of approved social responses for various scenarios equips your agents with the tools to succeed.\r\n<h2>Contact Centre Software That Meets Your Social Media Needs<\/h2>\r\nHaving an effective omnichannel customer service strategy that includes social media channels creates a personalised experience across multiple touchpoints. And that increases the reach and impact of your service and support efforts.\r\n\r\nCustomers expect seamless, responsive and orchestrated experiences. An all-in-one cloud-based contact centre platform integrates social media with existing customer support channels to streamline workflows and improve the consistency and efficiency of customer interactions.\r\n\r\nThe result is more personalised experiences, faster response times, lowers costs and, ultimately, more loyal and engaged customers. Learn more about how to integrate <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/social-media-customer-service\" target=\"_blank\" rel=\"noopener\">social media into your customer experience strategy<\/a>.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"5 Rules for Integrating Social Media in the Contact Centre","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"5-rules-for-integrating-social-media-in-the-contact-centre","to_ping":"","pinged":"","post_modified":"2023-04-05 21:23:57","post_modified_gmt":"2023-04-06 04:23:57","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/5-rules-for-integrating-social-media-in-the-contact-centre","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":530080,"post_author":"1010","post_date":"2024-07-19 17:45:42","post_date_gmt":"2024-07-20 00:45:42","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column][vc_column_text css=\"\"]<span data-contrast=\"auto\">When you\u2019re facing end-of-life for a tool you need to do your job, approach it as an opportunity to elevate your technology and optimise your processes. Many businesses are in this spot with their social listening and engagement tools. Here\u2019s why it matters.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Social listening tools and social monitoring tools give businesses <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/connect-the-dots-in-your-data-with-customer-journey-analytics\" target=\"_blank\" rel=\"noopener\">real-time actionable insights<\/a> into customer opinions, enabling a deeper understanding of target audiences and a path to respond rapidly. By analysing social media conversations, companies can gauge customer sentiment, identify emerging trends, and gather valuable feedback on their products and services. These tools also help companies manage their reputations by detecting potential PR crises early to mitigate negative impacts. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Social media listening plays a big role in customer experience (CX). The tools in use today facilitate proactive engagement, enabling businesses to respond to customer concerns and queries quickly. This level of responsiveness has a positive impact on <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/voice-of-the-customer-build-loyalty-one-touchpoint-at-a-time\" target=\"_blank\" rel=\"noopener\">customer satisfaction and loyalty<\/a>. It also informs content and marketing campaigns by highlighting what resonates with the audience, ensuring more targeted and effective campaigns.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">Both types of tools perform <\/span><span data-contrast=\"none\">valuable roles by helping businesses understand digital conversations about their brands, their brand reputation, and the products and<\/span><span data-contrast=\"none\">\u202fservices they offer. And now, <a href=\"https:\/\/help.salesforce.com\/s\/articleView?id=000392005&amp;type=1\" target=\"_blank\" rel=\"noopener\">change is on the horizon<\/a> with an announcement about the Salesforce suite of social media listening tools.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n<h2><b><span data-contrast=\"none\">Why You Should Pay Attention to Social Listening Software<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><\/h2>\r\n<span data-contrast=\"none\">Customers are increasingly using social channels to engage with companies they do business with. Not being able to see or respond when they contact or reference you on social media <\/span><span data-contrast=\"none\">via mentions, tags and direct messages can negatively affect customer relationships or even your brand. <\/span><span data-contrast=\"none\">In 2022, Salesforce announced<\/span><span data-contrast=\"none\"> end-of-life plans for its Salesforce Studio Suite solution, currently set for November 2024. And once that access is lost, all customer data associated with these accounts is also lost.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">Social media plays an increasingly important role in creating great customer experiences. <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-levels-of-experience-orchestration\" target=\"_blank\" rel=\"noopener\">Engaging with customers on multiple channels<\/a> increases brand visibility, improves audience engagement and generates leads. Social media also provides a way to use targeted advertising and discover customer insights.<\/span> <span data-contrast=\"none\">Without a robust social listening solution, you\u2019ll lose out on time-sensitive market insights. Your social response rate also drops. <\/span><span data-contrast=\"auto\">And in this \u201calways-on\u201d world, fast responses to queries are expected.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">That\u2019s why it\u2019s wise to evaluate alternative solutions to Salesforce Social Studio now. <\/span><span data-contrast=\"none\">Start with the \u201cmust haves\u201d and how you want to improve upon your current solution.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n<h2><b><span data-contrast=\"none\">Set Expectations for Alternative Social Listening Solutions<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\r\n<span data-contrast=\"none\">Artificial intelligence (AI) has driven <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/meet-the-future-with-ai-powered-experience-orchestration\" target=\"_blank\" rel=\"noopener\">advancements in all types of technology<\/a>, including social listening and monitoring. At a minimum, users transitioning from Salesforce Social Studio should expect:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<ul>\r\n \t<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"none\">Native integration with Salesforce<\/span><\/b><span data-contrast=\"none\"> \u2013 This enables <\/span><span data-contrast=\"none\">access to all available customer data in Salesforce and presents it in one view. With centralised data, your social media support team can trace social interactions back to customers and see any previous queries or issues. This also saves time in anticipating customer requirements.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n[\/vc_column_text][vc_single_image image=\"526643\" css=\".vc_custom_1719602476131{margin-top: 1.5em !important;border-bottom-width: 1.5em !important;}\"][vc_column_text css=\".vc_custom_1719603233617{margin-top: 1.5em !important;}\"]\r\n<ul>\r\n \t<li><b><span data-contrast=\"none\">Support for multiple platforms<\/span><\/b><span data-contrast=\"none\"> - <\/span><span data-contrast=\"none\">If your business is present on multiple social media platforms, you need to take care of the conversations on each platform \u2014 using only one tool. Otherwise, you\u2019ll waste resources and still miss a lot of messages.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">Social listening<\/span><\/b><span data-contrast=\"none\"> \u2013 This has become essential to track conversations about your brand along with industry trends, potentially discovering new sales opportunities that you can respond to. For example, y<\/span><span data-contrast=\"none\">ou can track select pain points of your target audience and engage accordingly. More importantly, you\u2019ll learn what to avoid and better serve your customers.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\r\n \t<li><b><span data-contrast=\"none\">Sentiment analysis<\/span><\/b><span data-contrast=\"none\"> \u2013 Understanding <\/span><span data-contrast=\"none\">what a customer feels when they mention your business or post a comment, enables you to reply to them in a language and tone that appeals to those feelings and demonstrates empathy.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<h2><b><span data-contrast=\"none\">Go Beyond the Basics with Radarr by Genesys<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\r\n<span data-contrast=\"none\">New technology enables businesses to be more proactive than reactive with social listening. Radarr by Genesys, an AppFoundry\u00ae solution, uses a powerful machine learning and AI algorithm to process millions of online conversations every day. In addition to helping you tune into the conversations your audience is engaging in, it also monitors their health and runs in-depth sentiment analysis on the same conversations.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">This gives you deep insight into how your audience perceives your brand, how your marketing and advertising campaigns are working, and action you can take to optimise campaigns for better results.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">Along with the essential capabilities of a modern cloud solution, Radarr provides the benefits of the strategic partnership between Genesys and Salesforce.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">As organisations rely on Salesforce for both sales and service, customer experience has become increasingly critical across all channels of engagement. That\u2019s one reason why the <\/span><a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/cx-cloud-from-genesys-and-salesforce\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Genesys integration with Salesforce<\/span><\/a> <span data-contrast=\"auto\">is so important to social listening and monitoring.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">It offers pre-built integration for Radarr that makes it easy to enhance existing Salesforce implementations. This support for a seamless and consistent customer experience includes the flexibility to use Radarr inside either Genesys or Salesforce.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<h2><b><span data-contrast=\"auto\">Extend Business Value to More Teams<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\r\n<span data-contrast=\"auto\">Typically, social listening and monitoring solutions have lived in the marketing side of a business. That\u2019s still important to be able to inform content and marketing strategies by highlighting what resonates with an audience, which supports more targeted and effective campaigns.\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">But now, <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/combine-social-media-and-cx-to-listen-and-respond-to-customers\" target=\"_blank\" rel=\"noopener\">social listening<\/a> is becoming a valuable part of the customer care function. In fact, some customers will reach out about an issue on social media first before ever entering a traditional contact centre channel. Part of this is due to a preference to engage over these channels, while another is a perception that they\u2019ll get a faster response if voicing concerns over a public-facing channel. As a result, it can be a major benefit to address these concerns before a customer calls in, handling an issue on a more cost-effective channel but also earlier to reduce frustration. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Overall, a more comprehensive view of your customers enables you to deliver better experiences, while getting a better sense of their overall customer journey.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"auto\">Radarr improves efficiency as you extend your use of the tool. It brings social listening capabilities so that posts needing a response can be routed to an agent through the same interface used for voice, email or any other channel. This streamlines access to data via a single agent workspace, reducing the time spent moving between applications.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-ccp-props=\"{}\">\u00a0<\/span><span data-contrast=\"auto\">Other Radarr advantages include:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n<ul>\r\n \t<li><span data-contrast=\"none\">Easy two-way integration and authentication that lets you <\/span><span data-contrast=\"none\">pull required fields from Salesforce to the Radarr Social Media Response tool. This makes it convenient for social media and support teams to access data and take quick action.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"none\">Automatically fetch and sync messages - <\/span><span data-contrast=\"none\">Push all complaints and queries to Salesforce, where you can manage every support request for collaboration between support and sales teams.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"none\">Tailor analytics using multiple sets of criteria, getting a pulse for trends and also early detection to spot potential global issues your customers might be facing.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Translate messages as they come through from one language to another, helping to decipher which messages might need a response.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\r\n<\/ul>\r\n<h2><b><span data-contrast=\"none\">Manage Social Conversations and Build Customer Loyalty<\/span><\/b><span data-contrast=\"none\">\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\r\n<span data-contrast=\"none\">Maintaining a competitive edge requires a deep understanding of your customers, and there are many sources of data for capturing those insights. Today, companies depend on social for answers, supported by social monitoring and listening tools that work across multiple platforms in multiple languages.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">As Salesforce Social Studio hits end of life, Radarr by Genesys offers the critical functions needed in your transition \u2014 with all the advantages of the Genesys and Salesforce partnership.\u00a0\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">When you listen to what your audience says, and discover the emotion behind those conversations, you\u2019re able to build a more satisfied and loyal customer base.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>\r\n\r\n<span data-contrast=\"none\">Interested in learning more about how to leverage Radarr by Genesys for social media management? Check out <a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\/listing\/db7c00ba-858a-484f-91bd-31b5582905aa\" target=\"_blank\" rel=\"noopener\">Radarr on AppFoundry<\/a> to start a free trial and for additional details.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Why You Need to Elevate Your Social Listening Tools","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"why-you-need-to-elevate-your-social-listening-tools","to_ping":"","pinged":"","post_modified":"2024-07-21 17:47:31","post_modified_gmt":"2024-07-22 00:47:31","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/why-you-need-to-elevate-your-social-listening-tools","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"w_tycontent":"<p>Thanks for registering! You\u2019re all set.<\/p>\n<p>Check your email inbox for details to confirm your registration. If your email doesn\u2019t show up in a few minutes, make sure you check your junk or spam folder. 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